Overview
CMP is a specialist professional services business, focused on workplace dispute resolution, employee relations and personal development.
We are seeking a dedicated Customer Success Officer working with our contracted clients to join our dynamic team. This role involves building strong relationships with clients, ensuring their satisfaction, and supporting their ongoing success with our services. The ideal candidate will possess excellent communication skills, strong organisational skills with an attention to detail. This position offers an exciting opportunity to contribute to client retention and growth while working in a collaborative environment.
Key Responsibilities
Project Coordination
- Act as a central liaison point between clients, associates, Client Relationship Managers, and internal teams
- Set up and manage projects across systems
- Ensure all case/project information is complete, accurate, and accessible to stakeholders
- Allocate associates to work in line with contractual KPIs and operational strategy
- Monitor delivery, highlighting risks, capacity issues, and over/under delivery
- Attend client meetings and reviews where required
Delivery Management & Reporting
- Maintain oversight of project progress, timelines, and volumes
- Produce and distribute weekly reporting and contract performance data
- Ensure adherence to Quality Delivery Plan standards and contribute to continuous improvement
- Manage stakeholder communications and ensure documentation is correct and up to date
Resource & Associate Management
- Track associate availability and deployment
- Coordinate quality assurance, supervision, and mentoring where needed
- Support smooth workflow through query handling and internal coordination
Financial & Commercial Oversight
- Monitor budgets and Purchase Order (PO) limits, escalating issues
- Check and approve associate invoices against timesheets
- Liaise with Finance to raise invoices and close projects
Data Management
- Maintain accurate CRM (e.g. Salesforce) and database records
- Input evaluation and confidential data, ensuring integrity and compliance
Compliance & Governance
- Adhere to company policies, procedures, and H&S requirements
- Ensure information security compliance (e.g. ISO27001, CE/CE+)
- Follow document control, branding standards, and behavioural framework
- Build and maintain positive client and associate relationships
In carrying out these duties the post holder will:
- Undertake any other duties reasonably required by the line manager or senior leadership team.
Person Specification
- Previous experience in an administrative or coordination role
- Experience using CRM systems (e.g. Salesforce), Microsoft 365 desirable
- Strong verbal and written communication with high attention to detail
- Ability to work in a fast-paced, dynamic team environment
- Self-motivated with strong organisational skills
- Behavioural Attributes
- Confident and professional when engaging with multiple stakeholders
- Strong ability to coordinate, prioritise, and manage competing demands
Pay: £27,000.00-£30,000.00 per year
Benefits:
- Casual dress
- Free parking
- On-site parking
- Sick pay
Work Location: Hybrid remote in Royston SG8 5NT
